The more options available sometimes it could confuse the user on which to select or follow.

It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users.

It is great to be able to record calls and store voicemails in our ticketing system in out of office hours.

There isn't a customer support phone number. No chat system for support either.

Setup is easy and works with little effort. Support is absolutely fantastic.

With usage, we found out that the software in par with all the solutions provided with the market and performs excellent.

At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.

From the time I've started using this tool, all channels like chat, voice and email are easily to track and manage since all the data and numbers are already available.

It works pretty fine, the setup is easy and seamless.

A few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error.

It's really easy to get going for very low cost. We started off by installing the app on a cheap smartphone and were quickly able to receive calls on it (without cell service, just over WiFi!).

I am a HUGE fan of the Freshworks suite including this little nugget, Freshcaller.

It has a very nice look to it, modern and does a good job of making it easy to integrate across other platforms.

I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way.

I consider myself a novice at this point even though I have been using the platform for months now. I am still learning everyday how to better my experience.

I am very undecided whether to buy it also because I would need many licenses and the costs go up.

The best part about Freshcaller is ease of use. It took less than 5 minutes to purchase a phone number and make my first call.

Get entire call history with cost and recordings. Cost effective compared to larger companies.

We moved over from another product that was stuck in the middle ages and we are so happy we did. It's so easy to setup and get functioning.

Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue.

Basically, I am working as a customer support for calling center, and I found that this app is useful and convenient for me to use and have the inbound and outbound calls with customers.

It's great to have Freshcaller so integrated with the rest of Freshworks, particularly Freshdesk. Using the whole suite is a cohesive experience.

Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.

Easy to use and the dashboard gives overall status of all the calls and queries. Using local phone numbers for the calling is one of the superb features.

When you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem.

We like the freshdesk integration to capture all of our customers issues and it records the conversations so we can monitoring ours service technicians to ensure they are giving the proper responses.

I really like this app because it can evaluate agent's performance and analyse the call volume weekly and monthly. Furthermore, the sound quality is good when contacting with customers.

We haven't been able to call out to our customer base for nearly 24 hours now and still no response.

Every ticket and request is redirected to your account manager. If this guy can not handle probably the 1.000 tickets a day this poor guy gets - you are simple stuck.

My freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed.

Queuemetrics it is a tool very easy to implement and use in any call center, and the dashboard on real time is amazing to evaluate the performance of all campaigns.

A comprehensive suite for Asterisk based call centers with integration capabilities.

With the release of 19.x Queuemetrics really stand out with initiative & response web interface and improved reporting structure.

Easy integration with Asterisk, easy to use and stable.

Agents in my call centers are using a lot of other applications and screen space is scarce. For outbound, no automatic wrap-up, not even 1 second.

I like the realtime & wallboard features that help call center manager to monitor the on going activities in call center.

Great for intraday & day of the week analysis; Simple and very easy to use.

Very, very,  very bad user interface. For example, they use like 10% of screen space to put their logo.

QM is an excellent operations tools, but also provide a great help in selling the overall solution to prospects.

Capabilities of integration with CRM or other applications in some cases are very useful. Installations on premises, in the cloud, joint or separate installations with Asterisk.

The product is easy to install and to be used by agents and supervisors, versatile to operate and simple in its integration with other software.

We have been with it for more than 4 years and have just renewed the license for another 4 years, because its cost benefit really is very good.

The general impression is that the software is very accurate and reliable, in a way that is methodical and quite Swiss.

Since it's web based, in terms of reports extraction, when the application is left idle for too long, the login expires. This is a very negligible downside and very understandable as a user.

The wallboard function is very helpful and can easily be customized even by a normal user like me. Accessing  & listening to call logs has never been this easy.

Best thing about Queuemetrics is it just gets the job done with no hassle.

Ease of use, reliable software, never crashes. It is functional as it is modular and you can add bookmark functionalities for example.

We like Queuemetrics Live, its incredibly easy to set up and run with.

There are some restriction in buildings very customized report, but the Loway development team provide such a service.

As callcenter experts we are now able to provide all the features our client requires and more and in a relatively short amount of time which makes a significant advantage in this market.

US Dollar


Freshdesk Contact Center (formerly Freshcaller) is a cloud-based solution to help businesses elevate their customer experience in an effortless and affordable manner. Deploy a flexible and smart contact center in a few intuitive steps, with zero phone hardware. No matter where your agents connect from they have the right context for personalized customer conversations. Powerful features such as multi-level IVRs, business hours, and holiday settings help your agents manage call volumes without compromising your customer experience. You can reduce your resolution times with advanced and automated routing capabilities and swiftly direct your customers to the right experts. 

With Freshdesk Contact Center you have a future-ready system with advanced voice bots, speech-enabled IVR, and native voice intelligence features such as post-call transcription. Whether you want to look into your day-to-day operations or need insights to make scaling-up decisions, we have extensive reporting and analytics to ensure you are always in the know. Freshdesk Contact Center integrates with leading CRM and Helpdesk tools, to enable your sales and support teams to work productively.


LongDescription

Call Transfer

Softphone

Caller Profiles

Two-Way Audio & Video

Access Controls/Permissions

Activity Tracking

IVR/Voice Recognition

Automatic Call Distribution

Voice Mail

Blended Call Center

Call Recording

Call Logging

Collaboration Tools

On-Demand Recording

Call Center Management

VoIP

Call List Management

Call Routing

Call Queues

Text to Speech

Contact Management

VoIP Connection

Help Desk Management

Audio/Video Conferencing

Outbound Call Center

Mobile Access

Real Time Data

Voicemail Transcription

Inbound Call Center

Call Scripting

Phone Key Input

Virtual Call Center

Call Reporting

Queue Management

Unified Communications

Call Conferencing

Multiple Scripts

Predictive Dialer

Caller ID

Call Screening

Activity Dashboard

Alerts/Notifications

Computer Telephony Integration

Reporting & Statistics

Knowledge Base Management

Dashboard

Manual Dialer

Time Zone Tracking

Multiple Parties

Alerts/Escalation

Conferencing

Reporting/Analytics

Scheduled Recording

Remote Access/Control

Employee Activity Monitoring

Voice Customization

Video Conferencing

Call Tracking

Remote Support

Call Monitoring

Third-Party Integrations

SIP Trunking

FREE
- Buy Local Numbers
- Buy Toll-free Numbers
- Inbound Caller ID
- Desktop Notifications
- Call Notes
- Custom Greetings
- Call Metrics



Growth - $15 per user/month, billed annually

-Up to 2000 incoming minutes/month FREE
-Number Porting
-Basic Call Queues
-Wait Queues
-Voicemail
-Warm Transfer
-Call Recording
-Pre-built Reports

Growth - $39 per user/month, billed annually

- Up to 3000 incoming minutes/month FREE
- Holiday Routing
- Advanced Call Metrics
- Call Barging
- Call Center Agent Statuses
- Call Recording Opt-out
- Agent Availability Report
- Queue Callback (Virtual Hold)

Enterprise -  $69 per user/month, billed annually

- Up to 5000 incoming minutes/month FREE
- Omnichannel Routing
- Speech Enabled IVR 
- Voicebot
- Abandoned Call Metrics
- Service Level Monitoring



Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

Freshcaller

In Person

Live Online

Documentation

Videos

Swiss Franc

QueueMetrics is a call center management solution for large and midsize call centers running Asterisk. On-premise and cloud-based deployments are available, and both database and flat file data storage are supported. QueueMetrics offers call and agent reporting, call performance monitoring and analytics.


QueueMetrics allows users to create customizable reports on call center activities with a focus on contact center reporting. Managers can measure agent activities, business targets and conversion rates in a unified dashboard view.


QueueMetrics features agent reporting that allows team managers to view agent status and activities in real time. This functionality can also be used to listen to live calls and watch agent screens through a virtual network computing (VNC) client.


The software is compatible with most versions of Asterisk. Support is provided via the phone, email, live chat and support forums. Monthly subscriptions and per-license pricing options are available.



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